Why are some digital downloads showing as 'Unfulfilled'?

[ElktracksStudio]

Hello Shopify Community, 

We have a variety of digital products on our website www.elktracksstudio.com, including a bunch of different free patterns that we make available to our community of artists. 

In the last few days, it seems like suddenly we're having issues with some of these orders of free digital products being Unfulfilled. We haven't found any consistency in what products are triggering this and it seems to be for entire orders, not just specific products. And it doesn't impact all orders; about 20% of them right now, although we can't find a pattern as to why. 

Any thoughts or suggestions on what might be triggering this?

[JoesIdeas]

It depends what you mean by "being Unfulfilled".

If you orders are fulfilled, then being unfulfilled, check the order timeline for clues.

If your orders are not being fulfilled, check with whatever service you're using that handles the fulfillment.

If you have a system to automatically fulfill digital orders, check with the app / service that is doing that. If you don't have one, Order Automator does stuff like this (auto fulfill orders based on conditions)

[ElktracksStudio]

We have free digital patterns that, for years, have worked great with the digital downloader app. Suddenly, within the last few days, we have 38 unfulfilled orders, all of which are collections of patterns. Some orders are just one pattern, some are ten... and it's not every order. There's no consistency to which orders get the email with the download attachment and which ones get hung up. And it's never just one piece of the order unfulfilled, it's the whole order.

[DLGill]

I just noticed the same thing.  I tried to manually fulfill the download and even though the status changed, there was nothing in the timeline indicating that the download link had been sent.  This is new.  Pretty sure its related to the updated Digital Downloads app they just released. 

[mizflurry]

I've been experiencing the same issue with my free digital products recently. It used to work smoothly for years, but suddenly I'm facing the problem of unfulfilled orders as well. 

It's quite possible that this issue is related to the recent update of the Digital Downloads app. Hopefully, the problem will be addressed and fixed soon.

[DLGill]

One of our free digital download products is very popular so we get many orders for only that item.  Over the last 2 days, some orders are "fulfilled" by Digital Downloads app, while others are not.  These orders are identical in every way except the customer.  There seems to be no reason as to why some orders are being marked as fulfilled while others (the majority) are not.  It seems to be just a status error since the  sending of the download link email is recorded in the timeline and no customers have complained that they are not receiving the download link.  These orders were placed about 1 hour apart this morning and one was fulfilled and the other was not.  

[Heather_Grimste]

+1 I'm having this issue for free downloads as well, in spite of having the files set to automatically fulfill. I've manually fulfilled relevant orders and that seems to send the link. I didn't catch it right away since it had been working fine for years, so this created a really poor user experience. So far I haven't had any known issues with paid orders.

Update: I'm using the Shopify Digital Downloads app. And am chatting with Shopify now.

[JoesIdeas]

Sounds like at least a couple posters here are using a specific app.

Anytime you have a problem with a specific app, I recommend contacting the app directly, that will get you the best support for your exact situation.

[DLGill]

Looks like Shopify fixed it.  As of this morning the orders status for free digital download orders is being changed to fulfilled by Shopify Digital Downloads app just as it used to be.  I don't think this affected the customer experience, as the download link email was still being sent. Glad it is resolved.  

[Scottfarmerart]

Im having this issue now and have done what was suggested. But... when using Digital Download app selling images. When someone orders an image you get a spinning wheel in the checkout... then it comes up as unfulfilled in my admin. Only when I click this notice will it release the image for download. But unfortunately that does not give the user a good experience. It was working and just started this glitch recently. Any help you give give?

[Maz]

Hello, @Scottfarmerart!

Thanks for joining the discussion! 

If you're experiencing issues with Digital Downloads app, please connect with us here so that our team can troubleshoot this further. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting there!